ASM launches new service desk to support forwarders during changes to customs declaration service

Agency Sector Management (ASM) has launched its new Service Desk portal to make it easier to raise problems, track queries, and request enhancements to ASM’s Customs clearance software, Sequoia, as part of its service improvement plan.

Now live, users can report incidents, raise service requests, and access knowledge articles, which signpost helpful information, through the Service Desk.

“The new Service Desk will help us improve efficiency by streamlining our operations, allowing us to better manage and improve the service we deliver,” said Sally-Anne Cox, Service Desk Manager, ASM.

“This will enable all tickets to be answered in a timely fashion, so forwarders can rest assured their query is being handled.”

Within the portal, users can track the status of all their tickets online, as well as send and receive updates, all from a single location.

All tickets will be managed by the existing dedicated team who are ready to provide help and support across all areas, including guiding forwarders through Customs procedural modifications, such as the migration of export declarations from the Customs Handling of Import and Export Freight (CHIEF) system to Customs Declaration Service (CDS).

“In the wake of recent Customs and Brexit-related changes to regulations, the freight forwarding community is facing unprecedented levels of disruption,” said Sharon Greer, General Manager, ASM.

“We hope ASM’s new Service Desk will reinvigorate the service we deliver and provide much-needed resources to support our industry through further changes.”

The launch of the new Service Desk follows ASM’s major recruitment drive, with the new hires set to answer customer queries and help users navigate the new regulations.

ASM remains committed to re-opening its telephone call center to support urgent technical issues, which prevent the normal operation of the Sequoia software, as soon as it is viable to do so.